Or maybe even exceptional!
Bad customer service is known immediately, like a flashing flag. All our friends and colleagues are talking about bad customer service, and the story spreads like a fire. Let me share a recent experience with you for a short while, but it's totally fun.
I just bought a new BBQ pit, this thing is beautiful! I knew assembly was beyond my ability, so I asked someone to do this to me (I'm the queen to know what I'm doing really well and what a pro should do).
Now I'm not saying this expert mistakenly assembled the pit, there might have been an incorrect part, but whatever it is, the darn thing does not light up. I called the company I bought and kept going until I arrived at the manufacturer (I actually received 22 individual calls). After a very long conversation about the color of the ignition cord (they were yellow, even if INSISTED that the yellow was the only color they could not have!) I convinced them to send me a new ignition switch. Ten days later I got a shipment, opened the box and found a BBQ hammers. It's not an ignition switch, it's a pliers.
So bad customer service, in fact, I'm doing so bad customer experience.
Someone dropped the ball along the line and tried to figure out who "was doing the vain thing. This is proven by the fact that customer service becomes part of all the company's roles from the moment you call until the experience is completed (which includes the right part in the box that delivers the door). Where did this training go?
Here are some tips that customer service is good and great (and do not ship with BBQ pliers!):
- Create a corporate culture that is clear to your staff. Do you know the experience to create for your customers / customers? Do they have the same way of thinking with the desired results? Keep in mind that someone's offering is not just about skills but about the goodness of fit.
- Set clear objections and measurable outcomes. How long should an e-mail be in a mailbox? How long should the caller stay? All e-mails are acknowledged, even if they fail to resolve them immediately? Is there a clear training process that outlines the length of time a recognition is given? If so, do you consider it?
- Do your staff understand the difference between escalation and co-operation? Customer Support often supports a "growing" case study that can not handle it because they feel they can be dissolved but lack the information they want to know. So this is not an escalation you're looking for, it's a co-operation within the team. Is there a shared work area where team members can communicate, ask questions and learn from each other? Is there a shared knowledge base where cooperation can be freely done? Do your team know where to go for further guidance?
- Are your staff really familiar with the product / service you provide? Often bad customer service is due to lack of information. If you offer consulting services, engage your colleagues with your customers' experiences. Go through what your client feels, so they understand their mindset and respond properly. Great training and further training is essential for your team to become involved and passionate about the experience they create.
- Customer service does not end when experience ends. Great customer service includes answering emails or personal comments. Always keep open communication with your previous clients, learn a lot about what additional services you can provide to continue to support them, but they are also the best reference sources. Stay in touch with the customer service.
And of course remind the team to listen and respond with respect.
Customer Service does not end when the problem is apparently solved (I was still waiting for the new ignition switch). It ends when a positive result is achieved and your client leaves the award.
I'm still trying to figure out how to fix my BBQ pit with the new pliers! Wish me luck!
Source by sbobet